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Technical Support Specialist

1 month ago

Langley Mill, Derbyshire, United Kingdom cv-library.co - Jobboard Full time

Technical Support Role

We are seeking a skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing exceptional customer service and technical support to our customers.

Your key responsibilities will include:

  • Resolving technical issues and providing user support
  • Assessing and prioritizing incidents
  • Identifying root cause and collaborating with the Incident and Problem Management team
  • Monitoring and tracking incident investigation, diagnosis, and resolution to meet SLAs
  • Providing technical assistance for service issues in accordance with service desk policies
  • Linking known or reoccurring errors, major outages to live incidents for reporting purposes
  • Maintaining awareness and understanding of incidents for effective communication with senior management and customers
  • Identifying patterns in incidents and possible contributing factors or causes of system failure
  • Contributing to the ongoing internal and external knowledge documentation process, including common fixes and known issues
  • Working with other areas to develop and deliver improvements to processes and procedures
  • Supporting the success of your assigned Swarm, contributing to other team members, and sharing knowledge

Requirements

We are looking for a candidate with:

  • Proven experience in a technical support and/or customer-focused environment
  • Excellent communication skills, with the ability to interpret and relay technical information clearly and concisely
  • A positive attitude, capable of working under pressure as part of a team
  • Confidence in using your own initiative and proactively thinking outside of the box
  • An investigative mindset that approaches issues from all angles, especially for the purpose of identifying workarounds for ongoing incidents
  • Organized and flexible, with an ability to adapt to changing priorities

Benefits

We offer a range of benefits, including:

  • Full support and training to ensure you are well-equipped to succeed in your role
  • Great Place to Work certified – We have been recognized by the global authority on workplace culture
  • Private medical insurance with Vitality Health, including rewards for members
  • 25 days holiday, excluding bank holidays, increasing with service
  • Invested in employee health and well-being, with over 20 mental health first aiders in the business
  • Employee Assistance Programmes
  • Great staff extras: Easter eggs, yearly BBQ, Christmas gifts, and annual staff awards

Recruitment Process

For successful candidates, interviews will take place while the advert is still live; so don't delay getting your application in